Senior Customer Success Manager

Position:
Senior Customer Success Manager

Company:
Emburse

Location:
Canada, Toronto

Employment type:
Full-Time

Work Arrangement:
Hybrid

Short Summary:
As a Senior Customer Success Manager, you will be responsible for the post-sales success of a portfolio of customers, driving customer adoption and success while providing an industry-leading customer experience.

Responsibilities:
- Own ultimate responsibility for account health, retention, and expansion across an assigned enterprise client base while proactively identifying and mitigating churn risks.
- Build long-term, trusted relationships with C-suite stakeholders, conducting consultative Executive Business Reviews (EBRs) to uncover travel program savings and optimization opportunities.
- Troubleshoot complex customer situations, act as the primary escalation point for critical issues, and collaborate with internal teams to drive swift resolutions.
- Educate clients, new users, and Travel Management Company (TMC) providers on products, technology, and industry best practices.
- Advocate for client needs internally, working with cross-functional teams to influence product strategy and overall process improvements.
- Oversee key customer milestones, maintain accurate data in Salesforce, and lead the retention/cancellation save process when risks arise.
- Monitor Program & Reshop Performance: Proactively track customer metrics and reshop performance, researching issues and partnering with Support teams to resolve technical concerns.
- Stay engaged with travel industry trends, deliver public/internal presentations, and lead client-facing speaking engagements.
- Partner with leadership to develop new customer success strategies, workflows, and team-wide projects.
- Provide first-level support, onboarding guidance, and mentorship to junior CSMs prior to management escalation.
- Assist with strategic team projects, including client reference requests, marketing initiatives, and cross-departmental programs.

Requirement:
- Bachelor’s degree (or equivalent experience) with 5+ years in a consultative, strategic customer success role or within the travel industry.
- Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint), Google Workspace, and Salesforce; experience with video conferencing tools (Zoom, GoToMeeting).
- Proficiency or strong familiarity with Power BI for data reporting (highly preferred) and Confluence (preferred).
- Proven ability to deliver engaging product demonstrations and present to diverse client audiences.
- Strong creative problem-solving capabilities with the agility to manage shifting, ever-changing priorities.
- Excellent follow-up, organizational, and time-management skills to consistently exceed customer expectations.
- Exceptional interpersonal, written, and verbal communication skills across all organizational levels.

Benefits:
- Competitive pay, flexible work, and an inclusive, collaborative environment that supports your success.
- Opportunity to work alongside some of the brightest minds in finance, tech, and AI to solve real-world challenges.
- A career that drives efficiency, innovation, and smarter financial decision-making for businesses everywhere.